Last week, we posted a blog that revisited the ever-important concept of offering incomparable customer service. In it, we offered three keys to doing just that. Finding ways to set your company apart from its competitors should be part of your daily routine. In today’s blog, we’ll take a look at four more steps to becoming a customer service champion.
Remember that when dealing with customers, you’re not just representing yourself – you’re representing your company. Similarly, when customers voice their complaints, they’re not commenting about you necessarily, they’re expressing a grievance about your business. Be sure to be able to separate personal attacks from business-related issues. Keep calm and professional and always seek to resolve problems without expressing your own anger.
“The customer sees you as an extension of your company,” says Gaetano DiNardi on Nextiva.com, “Unhappy customers may make abrasive remarks. They aren’t attacking you; they’re in response to a situation…You don’t argue/compete, you smile and help instead…Focus on understanding the customer’s problem and creating a positive interaction. Besides, getting defensive isn’t the most productive use of your time here.”
Do you truly know what makes your customers tick? If so, prove it! Being proactive is especially important when you foresee a problem occurring. Is one of your customer’s orders going to be late? Don’t sit and wait for him/her to call you with questions or concerns. Reach out to let him/her know about the delay.
As noted by Elen Veenpere on GrooveHQ.com, proactiveness in customer support stems from generally anticipating the needs of your customer. “A big part of that excellence is putting out fires before they even start,” she writes, “Intelligent companies stay ahead of customer issues by providing proactive—not reactive—customer care.”
About a month ago, we posted a blog about the importance of using positive language. We feel it necessary to remind you about it. Be sure to focus on the positive even when a negative issue arises. DiNardi offers a scenario when using positive language can work wonders in showing your company’s customer service excellence.
“Think about when a customer is looking for an out-of-stock item,” he writes, “Sometimes, they become irate when they find out that a store doesn’t have what they needed. Rather than saying, ‘we don’t have that part/product right now,’ turn it into a productive solution. Instead say: ‘It will be available next week. What is the best way to contact you once it arrives?’”
Don’t just accept customer feedback. Request it and make changes based on it! Who better to listen to when it comes to taking advice about how to better your business? DiNardi challenges business owners to send emails with links to surveys to their customers. “Customers are more likely to complete studies when there is a link right in front of them to click,” he notes, “You’ve also got to make sure you’re asking the right questions.”
Contact MeloTel today to get a dose of our customer service style! Please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website! Be sure to ask us about Single Number Reach!